Admissions - Section Supervisor (Seasonal)

This position contributes to the success of Brookfield Zoo Chicago (BZC) by ensuring guests are having a quality and enjoyable entrance experience by assuring crew members are friendly and approachable and providing exceptional customer service to guests in support of the BZC’s goals of providing an extraordinary guest experience and by generating revenue to contribute to BZC’s goal of financial sustainability. Works to accommodate the needs of customers and ensures the quality of products and service levels for all customers. This is a seasonal non-union hourly position, grade GS006 with a pay rate of $17.87 per hour. Brookfield Zoo is open 363 days a year, the work schedule involves working various shifts, including weekdays, weekends, and holidays. To ensure that BZC can provide reliable service and maintain a consistent quality experience for our guests, availability of a minimum of four days per week including one day on the weekend is strongly desired. Shifts typically range from 4 to 8 hours, with work schedules starting as early as 8:00 AM and ending as late as 7:00 PM (and 10:00 PM on weekends or for special events). Work schedules are based on the needs of the operation. This position requires the ability to move across Zoo grounds, remain stationary for long periods of time and perform work in a variety of weather conditions. Minimum age of 16. Primary Job Duties and Responsibilities Serve as a role model for seasonal crew. Ensure assigned crew is providing guests with exceptional guest service and up-selling packages and memberships to guests. Follow and enforce all applicable BZC policies and departmental procedures. Train and guide crew on departmental operating guidelines and procedures, including customer service, cash handling, up-selling internal attractions, memberships and other initiatives as instructed. Operate a point-of-sale (POS) cash register system with accuracy and efficiency including basic data entry for onsite membership fulfillment. Accurately handle cash, credit, and debit card transactions, ensuring all monetary exchanges are processed securely and efficiently. Assist in reconciling cash register and access control transactions (‘counting out’) for all seasonal crew and perform spot audits to ensure performance complies with departmental standards and procedures. Run end-of-day reports to generate revenue and attendance totals to ensure attendance counts are accurately tracked in the appropriate attendance category. Follow established access control procedures to validate tickets sold online or at the admissions & attractions booths for guest admittance for Zoo admission and internal attractions. Collect and record exact counts for each non-paying attendance category, e.g., adults, children, members, etc., in order to report daily attendance for the census report. Perform front-line duties during off-season and/or to facilitate an exceptional guest experience which includes providing coverage for breaks for crew to assure continuous service. Ensure functionality, proper maintenance and cleanliness of rental equipment (wheelchairs, ECVs, wagons, strollers). Ensure that locations are stocked with supplies that are needed to efficiently serve guests, locations are clean and presentable to guests and POS hardware (registers, ticket printers, access control scanners) are working properly at their assigned locations. Notify manager of issues in a timely manner. Provide assistance and directions to guests and crew including effectively resolving complaints and escalating as appropriate. Follow established guidelines on closing registers and counting out, assigning breaks, processing refunds, running reports and other location-specific items. Other related duties as assigned. Position Requirements and Specifications Minimum one-year customer service–related work experience. Demonstrated strong customer service skills. Must be able to operate a point-of-sale system accurately and efficiently. Accurate basic math skills required. Ability to work effectively under pressure and meet deadlines. Ability to effectively resolve guest and employee-related issues. Ability to handle multiple tasks. Ability to work with little supervision. Ability to effectively communicate. Cultural competency; experience and/or ability to work and interact effectively with a diverse, multicultural audience. Desirable/Preferred Qualifications High school diploma or educational equivalent (e.g., GED). Previous supervisory experience. Basic computer skills required; experience with Microsoft Word and Excel preferred. Multilingual ability, Spanish fluency a plus. Additional Information This position description summarizes the primary duties and functions of this position, but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform. Incumbent must represent Brookfield Zoo Chicago in a professional manner at all times. This seasonal position requires a high level of customer service. Incumbent must have ability to learn and follow BZC policies and departmental procedures and uphold standards and must model and enforce these across assigned workforce. Must have the ability to work non-standard hours including evenings, holidays, and weekends. Occupational Requirements See Occupational Requirements Form. 000391/032125. Benefits Summary We are pleased that you are considering joining our team at Brookfield Zoo Chicago (BZC). Below is a summary of the benefits we offer. Non-Union Seasonal Employees Mental Health: Support, counseling, and resources for life issues at no cost to you. Eligible employees and their immediate family have access to Perspectives, a dynamic Employee Assistance Plan (EAP) which provides 24/7, confidential care and resources to address work and life stressors. Retirement Savings: Eligible employees are automatically enrolled at 6% on a pre‑tax basis as soon as administratively feasible following date of hire. Employee pre‑tax and/or Roth after‑tax contributions available. First of the quarter following one year of service, eligible employees receive matching contributions of up to 3%. The employer match for Seasonal employees is vested on a 6‑year graded vesting schedule based on Years of Service. #J-18808-Ljbffr